AccountId: 011433970860
ContactId: f5d14c60-9374-4d20-a9bf-ddd5d4e564d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222940 ms
Total Talk Time (AGENT): 120264 ms
Total Talk Time (CUSTOMER): 66570 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f5d14c60-9374-4d20-a9bf-ddd5d4e564d9_20250211T13:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. I'm calling from provider's office. Um, so I have a question, um, do you have any payer ID to submit the claims electronically?
[AGENT][NEUTRAL] OK, you're needing a payer ID for electronic claims submission, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that and we do have that, but I will need to pull the member's policy up that you're calling about because depending on the type of plan as to what the payer ID is. So first off, um, who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] CC, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and C see your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Yes, it is 016788.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] ML 8 number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you, [PII]. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information I do provide with the verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is June, uh let me see, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so, um, yes, ma'am, on this policy, the payer ID.
[AGENT][NEUTRAL] And that is all you need. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and the mailing address. I need that too.
[AGENT][NEUTRAL] OK, the payer ID is 60801.
[CUSTOMER][NEUTRAL] I'm sorry, 62?
[AGENT][NEUTRAL] No, ma'am. 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And um, yes, ma'am, and just a couple of additional things CC on this type of policy when the claim is submitted to APO for review, we must also have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] And then once we have processed our claim, you should be able to check claim status and have access to our EOBs by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][POSITIVE] You are certainly welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You said yes? Oh, OK. Well, thank you for calling APL. Have a wonderful day yourself.
[CUSTOMER][POSITIVE] Have a nice day, OK? Yes, thank you. OK.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.